BRENDA LEAL
Fort Worth,TX
Summary
Reliable Collections Specialist adept at operating. History of meeting high productivity, quality and performance standards.
Overview
6
6
years of professional experience
Work History
Debt Collector
Auto Nation Finance
Fort Worth, TX, TX
12.2023 - Current
- Coordinated with legal departments for accounts requiring further action.
- Analyzed customer financial information and determined appropriate payment plans.
- Investigated the creditworthiness of potential borrowers by ordering credit reports and verifying references.
- Explained the consequences of non-payment in a professional manner.
- Advised customers on methods of avoiding future delinquencies through budgeting techniques.
- Achieved monthly collection targets through effective negotiation techniques.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
Debt Collector
United Auto Credit
Fort Worth, TX
04.2023 - 12.2023
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Analyzed customer financial information and determined appropriate payment plans.
- Verified accuracy of account information and updated records accordingly.
- Explained the consequences of non-payment in a professional manner.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Developed strategies for collecting overdue payments while preserving customer relationships.
- Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors.
- Provided timely feedback on collection efforts to management.
- Processed incoming payments from customers according to established procedures.
- Performed regular reviews of assigned accounts to ensure compliance with company policies.
- Drafted letters demanding payment from delinquent customers using standard templates.
- Advised customers on methods of avoiding future delinquencies through budgeting techniques.
- Attended meetings with internal staff members to discuss best practices for collections processes.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Arranged for debt repayment or established repayment schedules based on customers' financial situations.
- Processed payments over phone and set up recurring drafts.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Met demands of busy collections group by performing high volume of daily calls.
- Used variety of automated systems to locate and monitor overdue accounts.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Answered customer questions regarding account discrepancies or problems.
- Recorded information about status of collection efforts.
- Contacted customers with delinquent accounts to solicit payment.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
Loss Mitigation Specialist
Innovate Auto Finance
Fort Worth, TX
06.2022 - 03.2023
- Researched and analyzed borrowers' financial information to determine eligibility for loan modification programs.
- Developed and implemented strategies to maximize loss mitigation opportunities with delinquent borrowers.
- Negotiated repayment plans with delinquent borrowers in accordance with company policies and procedures.
- Provided guidance and assistance to customers throughout the loan modification process.
- Monitored delinquency trends on assigned portfolio of loans while maintaining current knowledge of investor guidelines and government regulations.
- Participated in meetings, conferences with lenders, investors regarding loss mitigation initiatives or best practices.
- Managed multiple tasks simultaneously while meeting established deadlines for completion of assignments.
Debt Collector Agent
Pacific Retrieval
Sacramento , CA
08.2021 - 06.2022
- Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Located debtors by utilizing skip tracking and other strategies.
- Overcame objections by applying advanced training and persuasion techniques.
- Utilized talents and expertise to locate customers with aged accounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Reviewed accounts to determine payment plan compliance.
- Prioritized accounts based on total amount owed and credit bureau reports.
- Processed payments over phone and set up recurring drafts.
- Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Met demands of busy collections group by performing high volume of daily calls.
- Secured payments by following up with customers which disregarded promise to pay.
- Interfaced with customers to bring accounts current with suitable repayment plans.
- Accepted and processed customer payments and applied toward account balances.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
Customer Service Representative
La Familia Insurance
Fort Worth, TX
07.2019 - 09.2020
- Ensure excellent service by explaining features, advantages, and disadvantages of various policies to promote the sale of insurance plans, handling of multi-line/multi-rating of carriers
- Maintain strong knowledge of all company products, pricing, and policy features
- Perform administrative tasks, such as accurately completing and uploading paperwork, filing, maintaining records and handling policy renewals daily, service policies as required (ex
- Process payments, complete endorsements, etc.)
- Promoting and marketing the company
- Manage large amounts of inbound and outbound calls in a timely manner
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
Education
High School Diploma -
New Beginnings Christian Academy
Fort Worth, TX08.2017
Skills
- Payment Scheduling
- Updating Customer Accounts
- Customer Locating
- Correspondence Sorting and Filing
- Attention to Detail
- Problem Identification
- Account Monitoring
- Analytical and Critical Thinking
- Customer Advising and Referral
- Customer Research
- Familiar With Locating Individuals
- Payment Solicitation
- Persuasive Negotiation
- Financial Documentation
- Call Center Background
- Scripted Conversations
- Report Writing
- Skip Tracing
- Payment Processing
- Service Quality Standards
- Conflict Resolution
- Credit and Collections
- Payment Acceptance
Additional Information
- Authorized to work in the US for any employer
Education and Training
Fort Worth, TX
Contact
Fort Worth, TX 76119
Timeline
Debt Collector
Auto Nation Finance
12.2023 - Current
Debt Collector
United Auto Credit
04.2023 - 12.2023
Loss Mitigation Specialist
Innovate Auto Finance
06.2022 - 03.2023
Debt Collector Agent
Pacific Retrieval
08.2021 - 06.2022
Customer Service Representative
La Familia Insurance
07.2019 - 09.2020
High School Diploma -
New Beginnings Christian Academy